At Toothcare Dental, we take complaints very seriously and try to ensure that all patients are satisfied with their experience of our services. When patients complain they are dealt with promptly and professionally to ensure the matter is resolved as quickly as possible.
Complaints made to the practice:
The person responsible for dealing with any complaint about our services is the Practice Manager, Tracy Hurcombe.
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to Tracy Hurcombe. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone to deal with it.
If the patient complains in writing the letter will be passed on immediately to Tracy Hurcombe.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist unless the patient does not wish to happen.
We will acknowledge the patient’s complaint including a copy of this Code of Practice within three working days. You will be invited to discuss your concerns and we will seek to investigate the complaint within the agreed response period of the complaint being received to explain the circumstances which led to the complaint. If we are unable to investigate the complaint within this agreed time period, we will notify the patient, giving reasons for the delay and likely period within the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation. This will be within 14 days of the completed being received.
Proper and comprehensive records are kept of any complaint received.
Toothcare Dental, welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained. If you do not wish to complain directly to the practice you can address your complaint directly to the relevant body.
Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers, or legal advisors.
We hope that if you have a concern that you will use our practice complaints procedure. We believe this will give us the best opportunity of resolving your complaint as quickly as we can and help us to improve services in the practice. This does not affect your right to approach NHS England if you feel that you cannot raise your complaint with the practice or if your dissatisfied with the outcome of our investigation.
Should you wish to make a direct complaint to NHS England please contact:
NHS England Customer Support Centre
PO BO 16738
Redditch, B97 9PT
Telephone: 03003 112 233, Email: England.contactus@nhs.net
Parliamentary & Health Service Ombudsman
Millbank Tower, Millbank
London, SW1P 4QP
Telephone: 03450 154 033, or visiting www.ombudsman.org.uk
Dental Complaints Service
37 Wimpole Street
London, W1G 8DQ
Telephone: 02028 253 0800
General Dental Council (GDC)
37 Wimpole Street
London, W1G 8DQ
Telephone: 0845 222 4141 0r 0207 887 3800 or visit www.gdc-uk.org
The CQC don’t get directly involved with complaints made to the practice. They do, however, encourage giving feedback for the service providers.
To send feedback to the CQC please go to:
https://www.cqc.org.uk/give-feedback-on-care or Telephone: 03000 616 161
Date published 15th February 2023
Tracy Hurcombe.
